Management spoke to Mr. [redacted] on 6/16/15 regarding the cancellation of his monthly billed membership. Per his request an immediate cancellation has been processed and no further billing will occur. A refund in the amount of $63.58 has been processed back to the [redacted] card. Refunds take about 5-7...
business days to be refunded. The balance in the amount of $36.79 has been waived. Member is satisfied. Thank you.
Management spoke to [redacted] and apologized for the experience she had when attempting to establish a pre-paid Signature membership. Management offered to renew [redacted]’s previously expired pre-paid annual Signature membership with an adjusted expiration date to reflect a full 12 months access to our locations. [redacted] declined our offer at this time. Additionally, we reviewed several current rates for Signature club memberships including both monthly and pre-paid options. [redacted] stated she would consider the rates and has the information for local management should she decide to take advantage of an available rate. Thank you.
After researching [redacted] claims, in addition to the fully executed agreement (including a New Client Checklist that acknowledges he received a copy and reviewed all of the terms) it is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment.
A copy of the Agreement was also included in the Purchase Confirmation e-mail he received at the time of purchase. Account history also reflects that [redacted] was contacted to complete a follow up call to review the terms of his Agreement, but he declined and advised the representative he would rather not do the welcome call. Additionally, he contacted our Customer Service department previously to see if there was an option to suspend billing and then requested cancellation. At that time he was reminded of the Voluntary Cancelation provision which allows a member to cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. [redacted] elected not to take advantage of this provision, so the billing continued pursuant to the terms of the contract.
If he no longer wishes to continue with his valid Agreement, LA Fitness will honor the voluntary cancellation provision of the Agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted. We will work with him to make sure we can reasonably accommodate his schedule and provide him with the service he contracted for if he will allow it.
Management contacted [redacted] regarding his concerns with the amount being billed for his monthly dues membership. [redacted] states that a staff member, assisting him with updating the billing information on his account, offered a lower monthly rate than the rate listed on [redacted]’s current membership agreement.
Local and corporate management advised [redacted] that lowering the monthly rate for his membership would require a downgrade be processed, which includes a fee that differs based on the desired monthly rate. There is no history on [redacted]'s account that reflects a downgrade fee was processed.
As a courtesy, we have agreed to refund $29.99 back to the [redacted] Card on file. We have also provided [redacted] with the current available rates and downgrade fees should he decide to make a change to his monthly rate of $29.99. We now believe this matter to be resolved. Thank you.
Management has made several attempts to contact [redacted] regarding her concerns with her fitness membership. We have yet to receive a return call and encourage her to do so. Thank you.
LA Fitness cancelled member's personal training agreement and a refund in the amount of $259.00 was processed on 4/15/16 (refund applied to the same account used for payment).
Management contacted [redacted] regarding the cancellation of her monthly billed membership and her frustration with the lack of responsiveness by the manager who processed her original cancellation request. We apologize for the experience she had and in no way condone such alleged behavior.
LA...
Fitness strives to provide excellent customer service to our members. [redacted] stated that she requested cancellation of her membership at the same time cancellation was processed for her son’s membership on November 25, 2015. To resolve [redacted] concerns, an immediate cancellation of her membership was completed on May 20, 2016 and a refund of $182.40 was processed back to the[redacted] card on file. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They have never answered my question. Why would one be one month and the other not? So now this proves they are wrong. I am still a refund of $1152.00. I am not budging. I will wait for an offer from them.
Regards,
[redacted]
As of the time of this response, member has disputed the payments with her bank and defaulted on the agreement term. Since it is apparent that she now has no intention to fulfill her contractual obligation to the remaining personal training agreement term, we have released her from this obligation to make the remaining payments due under her agreement. Additionally, LA Fitness will not pursue her for the outstanding balance she currently owes. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member. However, she is not entitled to a refund on top of the consideration already made.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and...
find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to [redacted] regarding the incident that occurred when he was trying to utilize a guest past, we apologize for how this situation was handled and offered for [redacted] to speak to the Operations manager directly in regards to using a guest pass. Member will follow up at the club and...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Management spoke with Ms. [redacted] regarding her concerns. As a customer consideration, Management will a honor a $60.00 refund. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] Card on file. We believe this matter to be resolved. Thank you.
Corporate management contacted [redacted] via telephone and discussed her frustration with the lack of responsiveness by the local staff when attempting to cancel her monthly billed membership. We apologize for the experience she had and in no way condone such alleged behavior. LA Fitness strives to provide excellent customer service to our members. We confirmed with [redacted] that her membership cancellation was completed on April 22, 2016 and a refund of $29.99 was completed on April 27, 2016 to the [redacted] on file. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
While Business conveniently listing all fine print on contract papers... I had no full visibility while signing up for all these details as I depended more on actual talk with people at counter.I was given clearly an impression that I can easily cancel this contract if I am moving out as long as I show my resignation letter.Business is just using fine-print documents as if I am everything was executed with full clarity.It is first time I signed up something like this and depended more just on people I spoke to and I never got the impression that it is this difficult to get off contract.Also we don't READ those 3 pages when we sign up - All signing is done through monitor/on computer with sales person where we just enter initials/e-signature.It is just not practical to read and understand all impact.More than anything - Mainly my case is genuine and business is just trying to push contract than trying to understand my situation and come for more reasonable agreement.What is acceptable is: They charged me again on 08/28 ~$250 and I am hoping to end this matter with this than paying any half-contract pay.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I wasted enough time on this nonsense. I am not gonna spend any more time on this. LA Fitness is the most non-responsible and has the most horable customer service. I think they don't even know how to spell CUSTOMER SERVICE. To Revdex.com, please make sure people see my case. Thanks.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have received notice of the cancellation, and am just awaiting the refund, as promised.
Thank you so incredibly much for your help and support in this matter. It means so much, and I am very grateful. Its such a relief to have this resolved (obviously, pending their following through on this action).
Regards,
[redacted]
[redacted] personal training membership was previously cancelled and he received credit for all of the payments from [redacted]. We have since cancelled [redacted] personal training membership as well. She received credit for $360.00 from [redacted] and we are in the process of...
refunding $369.00 (initial payment of $459.00 less $90.00 for 2 sessions used at $45.00 per session). Please allow 5-7 business days for the refund to post to the account
Management spoke to Ms. [redacted] on 11/24/14regarding the cancellation of her monthly billed membership. Per her request a cancellationwas processed and no further billing will occur. However, as a courtesy we havewaived the balance In the amount of $34.99, no further balance is owed. Memberis...
Management spoke to Mr. [redacted] on 6/16/15 regarding the cancellation of his monthly billed membership. Per his request an immediate cancellation has been processed and no further billing will occur. A refund in the amount of $63.58 has been processed back to the [redacted] card. Refunds take about 5-7...
business days to be refunded. The balance in the amount of $36.79 has been waived. Member is satisfied. Thank you.
Management spoke to [redacted] and apologized for the experience she had when attempting to establish a pre-paid Signature membership. Management offered to renew [redacted]’s previously expired pre-paid annual Signature membership with an adjusted expiration date to reflect a full 12 months access to our locations. [redacted] declined our offer at this time. Additionally, we reviewed several current rates for Signature club memberships including both monthly and pre-paid options. [redacted] stated she would consider the rates and has the information for local management should she decide to take advantage of an available rate. Thank you.
After researching [redacted] claims, in addition to the fully executed agreement (including a New Client Checklist that acknowledges he received a copy and reviewed all of the terms) it is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment.
A copy of the Agreement was also included in the Purchase Confirmation e-mail he received at the time of purchase. Account history also reflects that [redacted] was contacted to complete a follow up call to review the terms of his Agreement, but he declined and advised the representative he would rather not do the welcome call. Additionally, he contacted our Customer Service department previously to see if there was an option to suspend billing and then requested cancellation. At that time he was reminded of the Voluntary Cancelation provision which allows a member to cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. [redacted] elected not to take advantage of this provision, so the billing continued pursuant to the terms of the contract.
If he no longer wishes to continue with his valid Agreement, LA Fitness will honor the voluntary cancellation provision of the Agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted. We will work with him to make sure we can reasonably accommodate his schedule and provide him with the service he contracted for if he will allow it.
Management contacted [redacted] regarding his concerns with the amount being billed for his monthly dues membership. [redacted] states that a staff member, assisting him with updating the billing information on his account, offered a lower monthly rate than the rate listed on [redacted]’s current membership agreement.
Local and corporate management advised [redacted] that lowering the monthly rate for his membership would require a downgrade be processed, which includes a fee that differs based on the desired monthly rate. There is no history on [redacted]'s account that reflects a downgrade fee was processed.
As a courtesy, we have agreed to refund $29.99 back to the [redacted] Card on file. We have also provided [redacted] with the current available rates and downgrade fees should he decide to make a change to his monthly rate of $29.99. We now believe this matter to be resolved. Thank you.
Management has made several attempts to contact [redacted] regarding her concerns with her fitness membership. We have yet to receive a return call and encourage her to do so. Thank you.
LA Fitness cancelled member's personal training agreement and a refund in the amount of $259.00 was processed on 4/15/16 (refund applied to the same account used for payment).
Management contacted [redacted] regarding the cancellation of her monthly billed membership and her frustration with the lack of responsiveness by the manager who processed her original cancellation request. We apologize for the experience she had and in no way condone such alleged behavior.
LA...
Fitness strives to provide excellent customer service to our members. [redacted] stated that she requested cancellation of her membership at the same time cancellation was processed for her son’s membership on November 25, 2015. To resolve [redacted] concerns, an immediate cancellation of her membership was completed on May 20, 2016 and a refund of $182.40 was processed back to the[redacted] card on file. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They have never answered my question. Why would one be one month and the other not? So now this proves they are wrong. I am still a refund of $1152.00. I am not budging. I will wait for an offer from them.
Regards,
[redacted]
As of the time of this response, member has disputed the payments with her bank and defaulted on the agreement term. Since it is apparent that she now has no intention to fulfill her contractual obligation to the remaining personal training agreement term, we have released her from this obligation to make the remaining payments due under her agreement. Additionally, LA Fitness will not pursue her for the outstanding balance she currently owes. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member. However, she is not entitled to a refund on top of the consideration already made.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and...
find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to [redacted] regarding the incident that occurred when he was trying to utilize a guest past, we apologize for how this situation was handled and offered for [redacted] to speak to the Operations manager directly in regards to using a guest pass. Member will follow up at the club and...
is satisfied with the resolution. Thank you.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Management spoke with Ms. [redacted] regarding her concerns. As a customer consideration, Management will a honor a $60.00 refund. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] Card on file. We believe this matter to be resolved. Thank you.
Corporate management contacted [redacted] via telephone and discussed her frustration with the lack of responsiveness by the local staff when attempting to cancel her monthly billed membership. We apologize for the experience she had and in no way condone such alleged behavior. LA Fitness strives to provide excellent customer service to our members. We confirmed with [redacted] that her membership cancellation was completed on April 22, 2016 and a refund of $29.99 was completed on April 27, 2016 to the [redacted] on file. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
While Business conveniently listing all fine print on contract papers... I had no full visibility while signing up for all these details as I depended more on actual talk with people at counter.I was given clearly an impression that I can easily cancel this contract if I am moving out as long as I show my resignation letter.Business is just using fine-print documents as if I am everything was executed with full clarity.It is first time I signed up something like this and depended more just on people I spoke to and I never got the impression that it is this difficult to get off contract.Also we don't READ those 3 pages when we sign up - All signing is done through monitor/on computer with sales person where we just enter initials/e-signature.It is just not practical to read and understand all impact.More than anything - Mainly my case is genuine and business is just trying to push contract than trying to understand my situation and come for more reasonable agreement.What is acceptable is: They charged me again on 08/28 ~$250 and I am hoping to end this matter with this than paying any half-contract pay.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I wasted enough time on this nonsense. I am not gonna spend any more time on this. LA Fitness is the most non-responsible and has the most horable customer service. I think they don't even know how to spell CUSTOMER SERVICE. To Revdex.com, please make sure people see my case. Thanks.]
Regards,
[redacted]
LA Fitness contacted member regarding her concerns. The remaining sessions have been added back and member has resumed with the service.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have received notice of the cancellation, and am just awaiting the refund, as promised.
Thank you so incredibly much for your help and support in this matter. It means so much, and I am very grateful. Its such a relief to have this resolved (obviously, pending their following through on this action).
Regards,
[redacted]
[redacted] personal training membership was previously cancelled and he received credit for all of the payments from [redacted]. We have since cancelled [redacted] personal training membership as well. She received credit for $360.00 from [redacted] and we are in the process of...
refunding $369.00 (initial payment of $459.00 less $90.00 for 2 sessions used at $45.00 per session). Please allow 5-7 business days for the refund to post to the account
Management spoke to Ms. [redacted] on 11/24/14regarding the cancellation of her monthly billed membership. Per her request a cancellationwas processed and no further billing will occur. However, as a courtesy we havewaived the balance In the amount of $34.99, no further balance is owed. Memberis...
satisfied. Thank you